front desk associate

front desk supervisor

operations manager

311 call center operations manager Jobs in Washington

311 call center operations manager

administrative assistant/office manager Jobs in Washington

administrative assistant/office manager

help desk manager

Integral Federal

<div>Overview:
<div>
The Help Desk Manager supports TSA&rsquo;s Trusted Operations, Maintenance, Cybersecurity, Assurance, and Technology (TOMCAT) operational continuity, service excellence, security, and adaptive IT/OT Operations and Maintenance (O&amp;M) support.</div>
Responsibilities:
<ul><li>Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information &amp; technology services achieve expected levels of performance.</li><li>Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.</li><li>Oversee the daily operation of the service desk including monitoring performance metrics and service level agreements (SLAs).</li><li>Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.</li><li>Responsible for identifying and implementing service improvement initiatives.</li><li>Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.</li><li>Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.</li></ul>
Qualifications:
<div><b>
Required:</b></div><div></div><ul><li><br>
Bachelor's Degree with 10 years of experience in IT support</li><li>5 years of support as a Help Desk Manager</li><li>Knowledge of ServiceNow</li><li>ITIL v4 Certified</li><li>Secret Clearance</li></ul><div></div><div><b><br>
Preferred:</b></div><div></div><ul><li><br>
Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software.</li></ul>
Company Overview:
<div>
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.</div><div></div><div><br>
Integral is headquartered in McLean, VA and serves clients throughout the country.</div><div></div><div><br>
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!</div><div></div><div><br>
Our package also includes:</div><ul><li>Medical, Dental &amp; Vision Insurance</li><li>Flexible Spending Accounts</li><li>Short-Term and Long-Term Disability Insurance</li><li>Life Insurance</li><li>Paid Time Off &amp; Holidays</li><li>Earned Bonuses &amp; Awards</li><li>Professional Training Reimbursement</li><li>Employee Assistance Program</li></ul><div></div><div><br>
Equal Opportunity Employer/Protected Veteran/Disability</div></div>

Help Desk Manager

Elantis

<p><b>Level / function</b></p><ul><li>Tier 1 support</li><li><b>1 Full-Time Equivalent (FTE)</b></li></ul><p><b>Core job scope</b></p><ul><li>Serve as frontline help desk support</li><li>Support NMB end users across laptops, desktops, mobile devices, tablets, printers, scanners, voicemail, and office productivity tools</li><li>Support Windows, macOS, Microsoft Office, Google Workspace, Adobe Acrobat, Avaya voicemail, GitHub, asset management, and other NMB-specific systems/tools</li><li>Provide desk-side and remote support</li><li>Assist with user setup, passwords, email, calendars, access credentials, and encryption</li><li>Maintain ticket logs and contribute to weekly reporting</li><li>Support configuration management, patching, upgrades, and standard operating environment compliance</li><li>Help maintain SPOC-style support for end users</li></ul><p><b>Minimum / preferred qualifications</b></p><ul><li>Degree in Computer Science, Information Systems, Software Engineering, or related field</li><li><b>BS/BA highly preferred</b></li><li><b>CompTIA A+ highly preferred</b></li><li><b>Google IT Support Professional Certification highly preferred</b></li><li><b>ITIL highly preferred</b></li><li><b>5 years of continuous Help Desk support experience</b></li><li>Strong written and oral communication</li><li>Able to work independently and collaborate with developers/engineers</li><li>Motivated and results-oriented</li></ul><p>Pay: $24.46 - $29.46 per hour</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

Senior Help Desk Personnel

BAE Systems USA

<div><b>Job Description
</b><br>
<div>BAE is seeking an experienced Senior Help Desk Analyst to serve as a working lead for a five person on site support desk. The primary scope of duties include:<br>
<ul><li>Serve as a working lead, actively managing and working break-fix tickets and service requests.</li><li>
Provide technical oversight and guidance to team members.</li><li>
Interact with Technical Director and on-site Government program manager to ensure operational alignment and contract adherence.</li></ul><div>
This position is on the General Integration contract supporting the Executive Office of United States Attorneys' (EOUSA).<br>
</div></div><br>
<br>
<b>Required Education, Experience, &amp; Skills
</b><br>
<div><div>Minimum Candidate Requirements:<br>
</div><ul><li>Minimum 8 years overall IT experience with a minimum of 5 years of Help Desk experience.</li><li>
Experience motivating and coaching support staff and ensuring effective team collaboration and development.</li><li>
Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking, user complaint and montioring programs, and quality control programs.</li><li>
Excellent written and verbal communication skills, including experience in presenting material to senior Government officials &amp; stakeholders.</li><li>
Proven experience with IT support, training, problem resolution, and customer satisfaction.</li><li>
Current A+ certification.</li><li>
Must be able / willing to work on site Monday through Friday. Work location is 175 North Street NW, Washington, DC. Remote work is not offered.</li>
Must be able to obtain a security clearance.<br>
<li>
</li></ul></div><br>
<br>
<b>Preferred Education, Experience, &amp; Skills
</b><br>
Preferred Education, Experience, &amp; Skills:<br>
<br>
Information Technology Infrastructure Library V4 (ITIL 4) certification<br>
A Bachelor's Degree in computer science, engineering, information systems, business, or other relevant discipline or related field.<br>
<br>
<b>Pay Information</b><br>
Full-Time Salary Range: $79365 - $134921<br>
<br>
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
<br>
<br>
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.<br>
<br>
<b>About BAE Systems Intelligence &amp; Security
</b><br>
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it&rsquo;s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts &ndash; defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team&mdash;making a big impact on a global scale. At BAE Systems, you&rsquo;ll find a rewarding career that truly makes a difference.<br>
<br>
Intelligence &amp; Security (I&amp;S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do&mdash;from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.<br>
<br>
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.</div>

Help Desk Lead

General Dynamics Information Technology

<p></p><div><div><div><p>Your Impact</p><p>
Own your opportunity to serve as a critical component of our nation&rsquo;s safety and security. Make an impact by using your expertise to protect our country from threats.</p><p>
Job Description</p><div><p>
Customer Service Manager</p><p>
Manages the activities of a call center or help desk. Provide a productive and motivating working environment, and addressing any issues/disputes from customers or clients.<br>
<br>
Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training.<br>
<br>
Acts as advisor to subordinates to meet schedules and/or resolve problems.<br>
<br>
Develops and administers schedule and performance requirements; may have budget responsibilities.<br>
<br>
Develops and implements call center policies and procedures.<br>
<br>
Advises supervisors on how to handle escalated customer service issues as needed.<br>
<br>
Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.<br>
<br>
Maintains accurate records of customer interaction and details of actions taken.<br>
<br>
Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.<br>
<br>
SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.<br>
<br>
EDUCATION AND EXPERIENCE: BA/BS (or equivalent experience), 5+ years of experience</p><p></p><p>
Required certs:</p><p>
1. Security+CE</p><div><br>
GDIT IS YOUR PLACE<br>
At GDIT, the mission is our purpose, and our people are at the center of everything we do.<br>
<ul><li>Growth: AI-powered career tool that identifies career steps and learning opportunities</li><li>Support: An internal mobility team focused on helping you achieve your career goals</li><li>Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off</li><li>Community: Award-winning culture of innovation and a military-friendly workplace</li></ul><br>
OWN YOUR OPPORTUNITY<br>
Explore a career in program management at GDIT and you&rsquo;ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.</div><p></p><p>
#MD_2026Alumni</p>
</div></div><div><div><div><p>Work Requirements</p></div></div><div></div><div><div>
Years of Experience<div>
5 + years of related experience</div><ul><li>may vary based on technical training, certification(s), <i>or</i> degree</li></ul></div><div></div><div>
Certification<p>
CompTIA Security+ CE | CompTIA - CompTIA</p></div><div></div><div>
Travel Required<div>
10-25%</div></div><div></div><div>
Citizenship<div>
U.S. Citizenship Required</div></div></div></div></div><div><p>
Salary and Benefit Information</p><div>
The likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.<br>
View information about benefits and our total rewards program.</div><p>
About Our Work</p><div>
We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div><i>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</i></div></div></div>

Customer Service Manager - TS/SCI W/ POLY

Unity Health Care

<p></p><div><p><b>INTRODUCTION</b></p><p>
Reporting to the IT Service Delivery Manager, the Information Technology Technician I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations, inclusive of patient MyChart requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.</p><h3 class="jobSectionHeader"><b>
MAJOR DUTIES/ESSENTIAL FUNCTIONS</b></h3><p>
Essential and other important responsibilities and duties may include, but are not limited to the following:</p><p><b>
Strategy &amp; Planning</b></p><ul><li>
Alert management to emerging trends in incidents.</li></ul><p><b>
Acquisition &amp; Deployment</b></p><ul><li>
Deploy pre-packaged software using distribution tools and processes as requested by end users.</li></ul><p>
 <b>Operational Management</b></p><ul><li>
Provide first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, effective resolution of end-user issues, and patient MyChart issues.</li><li>
Build rapport and elicit problem details from service desk customers.</li><li>
Prioritize incidents and service requests according to defined processes to meet defined SLAs.</li><li>
Escalate incidents with accurate documentation to suitable technician, when required.</li><li>
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.</li><li>
Use remote tools and diagnostic utilities to aid in troubleshooting.</li><li>
Research solutions through internal and external knowledgebase as needed.</li><li>
Identify and learn appropriate software and hardware used and supported by the organization.</li><li>
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.</li><li>
Install antivirus software and ensure virus definitions are up to date.</li><li>
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.</li><li>
Test fixes to ensure an incident has been adequately resolved.</li><li>
Develop help sheets and FAQ lists for end users.</li><li>
Contribute to technician knowledgebase as needed</li><li>
Reinforce SLAs to manage end-user expectations.</li><li>
Provide suggestions for continual improvement.</li></ul><p><b>
MINIMUM QUALIFICATIONS</b></p><ul><li>
Graduation from an accredited college or university with specialization in computer science OR an equivalent combination of education and experience which provides the required knowledge, skills and abilities deemed sufficient to prepare the incumbent to successfully perform the duties of the position.</li><li>
One (1) year of relevant work experience.</li><li>
Certifications in A+ preferred.</li></ul><p><b>
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES</b></p><ul><li>
Extensive application support experience with Microsoft O365.</li><li>
Extensive knowledge of computer hardware, including Lenovo, Dell, iPad, HP/Canon Printers.</li><li>
Experience with desktop and server operating systems, including Windows 10, IOS, MAC.</li><li>
Familiarity with the principles of ITIL.</li><li>
Familiarity with EPIC and MyChart.</li><li>
Ability to operate tools, components, and peripheral accessories.</li><li>
Able to read and understand technical manuals, procedural documentation, and OEM guides.</li><li>
Should have experience working with error and solution tracking systems to track multiple problems at a time, providing solutions to employees and customers.</li><li>
Ability to conduct research into PC issues and products as required.</li><li>
Effective interpersonal skills and relationship-building skills.</li><li>
Strong written and oral communication skills.</li><li>
Ability to present ideas in user-friendly language.</li><li>
Understanding of the organization&rsquo;s goals and objectives.</li><li>
Analytical and problem-solving abilities, with keen attention to detail.</li><li>
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.</li><li>
Experience working in a team-oriented, collaborative environment.</li><li>
Strong customer-service orientation.</li><li>
Driver&rsquo;s license in good standing.</li></ul><p><b>
SUPERVISORY CONTROLS</b></p><p>
The position reports to the IT Service Delivery Manager.</p><p><b>
GUIDELINES</b></p><p>
The position abides by all rules and regulations set forth by applicable licensing and regulatory bodies, as well as UHC policies and procedures.</p><p><b>
PERSONAL CONTACTS</b></p><p>
The position requires contact with staff at all levels throughout the organization. There are also external organizational relationships that may be a part of the work of the incumbent.</p><p><b>
PHYSICAL EFFORT AND WORK ENVIRONMENT</b></p><ul><li>
Sitting for extended periods of time.</li><li>
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.</li><li>
Refer to the attached ADA check list.</li></ul><p><b>
OTHER SIGNIFICANT FACTS</b></p><ul><li>
The incumbent must be able to balance the needs of diverse constituencies on a daily basis.</li><li>
On-call availability.</li><li>
Requires travel to Unity locations in Washington, DC.</li><li>
Occasional inspection of cables in floors and ceilings.</li><li>
Lifting and transporting moderately heavy objects, such as computers and peripherals.</li></ul><p><b>
RISKS</b></p><p>
The position&rsquo;s work involves everyday risk and discomforts, which require normal safety precautions typical of such places as offices, meetings, training rooms, and other UHC sites. The work area is adequately lit, heated, and ventilated. The employee shall provide evidence of a recent (within the past twelve (12) months) health assessment that includes a PPD and/or chest x-ray results.</p><p>
The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.</p><p></p><div><div><br>
Page Break</div></div></div><p></p>

Information Technology Technician I-New Jersey Ave-DC

Resolution Think

<div>
 <span>
  <span>
   Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional technical, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners.&nbsp;
   <br/>
   <br/>
   We are seeking highly skilled and detail-oriented Help Desk Technician located in Washington, DC. This position requires a range of technical tasks and skills to support the center and it's operations.&nbsp;
   <br/>
   <br/>
  </span>
 </span>
 <span>
  <span>
   <strong>
    Job Description:&nbsp;
   </strong>
  </span>
 </span>
 <ul>
  <li>
   Documented experience with the following supported systems:
   <ul>
    <li>
     Laptops and desktops running Windows or macOS
    </li>
    <li>
     Microsoft Office suite
    </li>
    <li>
     Google Workspace (formerly G Suite)
    </li>
    <li>
     Single point of contact (SPOC) help desk systems
    </li>
    <li>
     Adobe Acrobat
    </li>
    <li>
     Networked printers, copiers, scanners, and individual desk-side printers
    </li>
    <li>
     Avaya Voicemail System
    </li>
    <li>
     NMB-specific systems, including but not limited to: Knowledge Store, Arbitration Workstation, Beyond Trust, Physical Access Control System (PACS) &ndash; CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron and Mediation Case Management System
    </li>
    <li>
     GitHub
    </li>
    <li>
     Cellphones (Apple (iOS) and Samsung (Android))
    </li>
    <li>
     Tools &ndash;Burp suite, Certificates, CrowdStrike-, JAWS, Logs Explorer, Qualys, Uptime, WinZip, Yubikey, Lookout for Mobile Threat Defense
    </li>
    <li>
     Asset Management
    </li>
   </ul>
  </li>
  <li>
   In addition to laptops, the help desk shall support NMB-supplied tablets and mobile phones for designated NMB users.&nbsp;
  </li>
  <li>
   Provide basic configuration and access assistance, including help with setting up email accounts, calendars, access credentials, and data encryption
  </li>
  <li>
   Configuration management duties include maintaining and documenting a Standard Operating Environment for NMB supplied devices, performing software patching and upgrades, and delivering real-time online support for remote users.&nbsp;
  </li>
  <li>
   Provide Support for LAN firewall, network devices, and routers that provide wireless internet connectivity for staff and guests.&nbsp;
  </li>
  <li>
   The contractor shall maintain a detailed log of all service requests and their resolutions in NMB-designated system. A weekly report summarizing help desk support activities shall be submitted
  </li>
 </ul>
 <span>
  <span>
   <strong>
    Qualifications:&nbsp;
   </strong>
  </span>
 </span>
 <ul>
  <li>
   <span>
    <span>
     <u>
      Education/Experience
     </u>
     : &nbsp;A degree in Computer Science, Information Systems, Software Engineering or other related analytical, scientific or technical discipline. A BS/BA is highly preferred.
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <u>
      Certifications:&nbsp;
     </u>
     CompTIA A+ or Google IT Support Professional Certification highly preferred,&nbsp;&nbsp;ITIL Certification highly preferred.
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <u>
      Experience:&nbsp;
     </u>
     Must have five (5) years of continuous experience in performing Help Desk Support role and duties.
    </span>
   </span>
   <ul>
    <li>
     <span>
      <span>
       Ability to work independently and also collaborate with application developers, engineers and others.
      </span>
     </span>
    </li>
    <li>
     <span>
      <span>
       Must be motivated and results oriented.
      </span>
     </span>
    </li>
    <li>
     <span>
      <span>
       Must possess effective written and oral communication skills.&nbsp;
      </span>
     </span>
    </li>
   </ul>
  </li>
  <li>
   <u>
    Citizenship:&nbsp;
   </u>
   Must be a US Citizen
  </li>
 </ul>
 <p>
  <span>
   <span>
    <strong>
     SPECIAL NOTES&nbsp;
    </strong>
   </span>
  </span>
 </p>
 <ul>
  <li>
   <span>
    <span>
     This position is contingent upon contract award&nbsp;
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     Salary Range: $65,000-$85,000
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     Selected candidate must be able to start within&nbsp;14 days&nbsp;of offer acceptance&nbsp;
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     Position&nbsp;requires&nbsp;on-site presence; remote work is not available&nbsp;
    </span>
   </span>
  </li>
 </ul>
 <p>
 </p>
 <p>
  <span>
   <span>
    Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.&nbsp;
   </span>
  </span>
 </p>
</div>


Help Desk Technician

NuAxis Innovations

<div><div><p><b>We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.</b></p><p><b>
Technology is our Passion. People are our Purpose.</b></p><p>
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it&rsquo;s a state of mind.</p><p>
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated <b>ServiceNow Organizational Change Management (OCM) Specialist / Trainer </b>for a Full-Time<b> </b>position.</p><h3 class="jobSectionHeader"><b>
Position Overview</b></h3><p>
The ServiceNow OCM Specialist / Trainer will lead<b> </b>organizational change management, user adoption, and training efforts for the implementation and rollout of the ServiceNow platform. This role ensures that business users, IT staff, and stakeholders successfully transition from legacy systems (e.g., CA Service Desk) to ServiceNow through structured change strategies, communication plans, and training programs.</p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><h3 class="jobSectionHeader"><b>
Organizational Change Management (OCM)</b></h3><ul><li>
Develop and execute a comprehensive OCM strategy and plan</li><li>
Conduct stakeholder analysis and impact assessments</li><li>
Define and manage change readiness activities</li><li>
Identify and mitigate resistance to change</li><li>
Establish change champions network</li></ul><h3 class="jobSectionHeader"><b>
Training &amp; Enablement</b></h3><ul><li>
Design and deliver end-user and admin training programs</li><li>
Develop training materials (guides, videos, job aids, SOPs)</li><li>
Conduct live and virtual training sessions</li><li>
Support train-the-trainer programs</li><li>
Ensure role-based training across ITSM, ITAM, CMDB, and Service Portal</li></ul><h3 class="jobSectionHeader"><b>
Communications</b></h3><ul><li>
Develop and execute a communication strategy</li><li>
Create email campaigns, newsletters, and announcements</li><li>
Coordinate with leadership to drive adoption messaging</li></ul><h3 class="jobSectionHeader"><b>
Adoption &amp; Metrics</b></h3><ul><li>
Define and track adoption KPIs<ul><li>
User engagement</li><li>
Portal usage</li><li>
Ticket resolution improvements</li></ul></li><li>
Conduct post-implementation user feedback sessions</li></ul><h3 class="jobSectionHeader"><b>
Collaboration</b></h3><ul><li>
Work closely with:<ul><li>
Program Manager</li><li>
ServiceNow Architects &amp; Developers</li><li>
Business Analysts</li><li>
Service Desk leadership</li></ul></li></ul><h3 class="jobSectionHeader"><b>
Minimum Qualifications</b></h3><ul><li>
Bachelor&rsquo;s degree (Business, IT, HR, Communications, or related)</li><li>
5&ndash;8+ years in OCM, training, or transformation programs</li><li>
Experience with ServiceNow implementations or ITSM platforms</li><li>
Experience with large enterprise or government environments</li><li>
Strong communication and facilitation skills</li></ul><p></p><h3 class="jobSectionHeader"><b><br>
Preferred Qualifications</b></h3><ul><li>
Certification in OCM frameworks (e.g., Prosci, ADKAR)</li><li>
ServiceNow exposure (ITSM, Portal, CMDB)</li>
Experience with tool migration (e.g., CA Service Desk<li> ServiceNow)</li><li>
Familiarity with ITIL framework</li></ul><p></p><p><b><br>
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!</b></p><p><b>
Our Profile</b>:</p><p>
We are an IT company with a unique mission&mdash;to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them.<b> </b><b>Learn More</b></p><p>
NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. <b>Learn More</b><b> </b>about our Benefits and Culture!</p><p>
#NAI #DICE</p></div></div><p></p>

ServiceNow Organizational Change Management (OCM) Specialist / Trainer

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